Recalibrating for Resiliency – 2021 Key Issues in Global Sourcing – GBS Perspective
Market Report

8 Feb 2021
by Rohitashwa Aggarwal, Hrishi Agarwalla

Our Key Issues in Global Sourcing reports are based on annual surveys that capture the pulse of the market on major aspects of the global sourcing industry. This report presents the results of a study we conducted in October and November 2020 with senior stakeholders from global enterprises across multiple departments such as procurement, IT, and Global Business Services (GBS) to understand their thoughts as they undertook planning for 2021. This specific report focuses on GBS stakeholder groups.

While 2020 has been challenging on multiple fronts, many organizations have seen the positive side, taking on the challenge to recalibrate for resiliency, to thrive through the continuing pandemic and emerge better prepared for future crises.

This report provides perspectives on how leading global enterprises are putting 2020 behind them and planning to develop resiliency in 2021 and beyond. The report highlights GBS stakeholders’ growth sentiments, key priorities, challenges, and initiatives from a global sourcing perspective.


  • Geography: Global
  • Industry: Cross-industry
  • Services: IT and business process services


In this paper, we discuss:

  • Financial performance in 2020 and sentiments for 2021
  • Anticipated top business challenges and critical business model changes in 2021
  • Growth outlook
  • GBS challenges and priorities (e.g., digital, talent, productivity)
  • Operating model changes



Global Business Services (GBS) and Shared Services


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